Contact Centre (Call) Team Leader And Sales Lead Qualifier

Team Purpose and Your Role:

Making Phone Calls:
1. **High-Value Enquiries:** Identify and prioritize high-value enquiries for targeted follow-up.
2. **Outbound Calls:** Initiate outbound calls to address queries, provide information, and schedule in-person consultations.
3. **Communication Style:** Maintain a friendly and informative communication style to build rapport and establish a positive connection with potential patients.

Contact (Call) Centre Management:
4. **Team Leadership:** Manage the Contact (Call) Centre, overseeing daily operations and ensuring the team is aligned with organizational goals.
5. **KPI Monitoring:** Regularly monitor and track the team's performance against daily and weekly Key Performance Indicators (KPIs).
6. **Performance Improvement:** Identify areas for improvement in workflows and suggest strategies to optimize the team's efficiency and productivity.
7. **Training and Development:** Provide ongoing training and support to team members, equipping them with the skills necessary to meet and exceed KPIs.
8. **Motivation and Recognition:** Implement motivational strategies and recognize achievements to boost team morale and enhance performance.

Email Enquiries:
9. **Email Management:** Manage and respond promptly to email enquiries, providing relevant information and guiding leads through the sales process.
10. **Address Concerns:** Effectively address concerns raised in emails and provide the necessary information to encourage lead conversion.

Lead Qualification:
11. **Needs Assessment:** Assess the needs and preferences of potential high-value patients to qualify and prioritize leads.
12. **Collaboration:** Work closely with the on-ground team to ensure a seamless transition of qualified leads into in-person consultations.

CRM Management:
13. **Utilize CRM Tools:** Use Customer Relationship Management (CRM) tools, specifically the Freshworks activity system, to record and track lead interactions.
14. **Reporting Accuracy:** Ensure the efficacy of the CRM system for all stakeholders and maintain accurate records to facilitate daily reports.
15. **Feedback Loop:** Provide feedback to the marketing team regarding lead sources and any emerging trends to refine marketing strategies.
16. **Live Reporting Data:** Provide accurate and real-time reporting data to the leadership team, allowing them to assess the return on investment (ROI) of marketing efforts.

Consultation Attendance:
17. **Booking Accuracy:** Ensure correct booking information for patients attending complimentary in-person consultations.
18. **Attendance Monitoring:** Monitor and track consultation attendance to gauge the success of lead conversion efforts.

Key Objectives:

**Efficiency:** Streamline lead management processes to maximize the number of enquiries attending consultations.
**Communication:** Maintain open and clear communication with potential patients, addressing their queries promptly.
**Leadership:** Effectively lead and manage the Contact (Call) Centre team, ensuring they meet and exceed daily and weekly KPIs.
**Continuous Improvement:** Proactively identify areas for improvement in workflows and implement strategies to enhance team efficiency.
**Training and Development:** Invest in the ongoing training and development of the team to optimize performance and skillsets.
**Motivation and Recognition:** Implement strategies to motivate the team and recognize individual and collective achievements.